Whether the interaction occurs over the phone, via email, through web chat or comes in from social media channels like Facebook and Twitter, Freshdesk ensures customer support issues get to the right team member.

Because the solution is entirely cloud-based, Freshdesk helps to manage multiple groups, workflows and escalation procedures. It also supports multiple products and brands and includes multi-language and multi-timezone capabilities. Its affordable monthly pricing model makes it suitable for most industries, including IT, insurance, hospitality, retail, utilities and more.

It automates multiple processes. Dispatchers automatically route tickets to the appropriate support agents, while the supervisor continuously scans open tickets and then escalates them to managers if they are not addressed within defined service level agreements. Using Scenario Automations, daily routine tasks can be completed with a single click.

Freshdesk also offers customer-facing features such as a self-service portal, a knowledge base and community forums so customers can view the status of their tickets, find solutions online and share or even vote on ideas.

Freshdesk - saviour from email trap

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Pros

Easy to setup. Easy to use. User adoption was fast. Support was great with helping setting system up and with any simple modifications. Value for the money is great. Uptime is great.

Cons

Users still love Outlook. Wish there were more custom mods available. Running different departments in Freshdesk is a problematic - users think in terms of emails - not tickets and do not follow rules of child tickets well.

New Ticketing System offers many bells and whistles

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Freshdesk is leaps and bounds better than the Issue Management Solution we were using previously at our organization. The biggest pain point we had was the ability to carry on conversations with ease of researching communication threads. Freshdesk absolutely hits that mark. I am excited to see how my organization will expand the tools offerings

Pros

Ease of communication
The ability to carry on multiple conversations in the same ticket
The ease of searching items
Custom Ad-Hoc Tags
Quick Merging of issues
Minimal Administrative tasks to manage open issues.

Cons

If you're an organization with multiple departments and different lines of business - it gets hard to customize the tool based on individual line of business needs. There are many configuration options but configuring and managing to different SLA's becomes challenging.

Advice from a customer service manager.

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There's nothing else I would add at this point.

Pros

Tickets and private notes have been vital to my support team because it keeps every rep in the loop.

Cons

Needing apps for features that should be included in the software, such as VOIP, because it's just an additional cost. I would prefer a one stop shop experience. Also, I was initially excited about the Arcade because I frequently have support driven contests. The Arcade does not factor in my particular needs in that it's limited to publishing solutions, resolving tickets, and engaging the community. If there was an option to build a quest without the three features in mind, it would open up more opportunities to use the option as I imagine developers intended.

Best option for our organization

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Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing.

Pros

We reviewed a number of products and chose Freshdesk for our organization based on ease of use, functionality and price/performance evaluation. We are a volunteer organization which requires bringing on and removing agents based on election cycles. Getting ageist up to speed quickly with a minimum of training is essential. Freshdesk is very intuitive software with an interface familiar to people who use various emails programs. The training required to make an agent productive is minimal, but the program has extensive functionality.

Cons

The only shortcoming I can think of is an easy way to search for a ticket by ticket number and that is probably my lack of familiarity with the program.

New to Freshdesk - some small improvements required

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Pros

Easy to import over the old database, the speed of program, dashboard. Modification of the fields for our specific needs.

Cons

Inability to open a ticket from within the customer/contact page.
Complete removal of the Billing option in time entries.
Prompt for time entries when opening and closing a ticket - there is a workaround but it will not work in all instances.

For initial it's good.

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Pros

It's a work progress tracking software. Suppose you are logged a complained the a tickets will raise and company will track your complain with tickets. Status update notification will come through mail. So you can easily know about your complain status.

Cons

Only have a issue with mobile app of freshdesk. user can not see any knowledge base information in APP.

Very easy to work and expensive

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I have used this product for ticketing only, but what I like the most of it, is the way you can customize the ticketing overall, you can direct the ticket to the person you wanted to and is really easy to work on. The price is affordable even for a startup company.

Cons

The monthly payment and how only one user can use the program for the monthly payment. Also customers get confused that it says account was created they think they created another account with our program.

Consistent basic functionality, but lacking in flexibility

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Pros

Freshdesk has some great organizational tools and is great for basic customer service. Their ticketing system is very easy to use.

Cons

They have manual timing which means that each team you enter into a ticket you have to remember to start the clock which seems inefficient. They also don't allow you to have all callers go into the queue. Some callers go straight to voicemail which has caused many missed calls for my team.

Cloud Based Help Desk Software

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We have been using Freshdesk since June of 2016. Overall good experience with the platform. It took some time to get everything setup the wy we needed it, but support has been great with assisting us. Freshdesk helps us keep track of customer communication.

Pros

Customer support is decent for not being in the US and the platform is stable.

Cons

Does not have much integration with our current billing system. Does not integrate with our phone system

Best overall help desk software for our customers.

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We evaluated many help desk software products. Some of the products were very involved and hard for our customers to understand when submitting a ticket., Others were very expensive. We decided to go with a low cost, customer friendly product and Freshdesk fit the bill. We also decided to use their basic functionality rather than spend extra for customization. We have been very happy with the result and our customers are very happy with how easy the product it to use and understand. Would highly recommend the product.

Pros

ease of use.

Cons

Some of the features that we expected to be included in the basic package requires an upgrade. We decided it wasn't worth the additional funds for those features.

Freshdesk Review

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I am a huge fan of Freshdesk! I love everything about it! From its intuitive dashboard to their customer support, to their portals. It's just wonderful! I refer Freshdesk to my friends all of the time. If you are looking into a helpdesk system, then this one is right for you.

Advice to Others

A valid work friend!

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Value

History of contacts with customer

Pros

A complete service desk portal, accessible to customer (if authorized) and agent.
The solutions are a very useful knowledge repository with public section and internal section.
The canned responses speed up and standardize the response to customer.
Collect all contact and tickets from a company makes Freshdesk a little CRM

Cons

Sometime a customer reply create a new ticket. The merge function creates many automatic notes that make the ticket reading difficult.

Source: Capterra

October 2017

October 2017

Easy to use, great way to organize requests

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Pros

An easy way for me to submit requests to our webmaster and graphic designer. Allows for attachments and detailed info.

Cons

I have to enter my info in every time - there's no way to login and have the site remember my info.

Easy to use customer support software suitable for keeping track of customer's ticket status request

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It is very useful to my job is a customer service representative in dealing with customer's concern and coordinating with the team to resolve problems and different requests received from customers on a daily basis.

Pros

It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management.

Cons

To make it more perfect to use is probably add the functionality to be able to send SMS notification and response to different recipients in order to provide maximum customer service support.

Source: Capterra

Dan from ParqEx

September 2017

September 2017

Excellent platform for managing CS

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The ticketing system workflow is pretty clear and efficient.

Pros

The best feature of FreshDesk is the overall ease of use. On-boarding new CS rep's is a breeze since the software is simple to configure and use.

Cons

My only complaint would be that the one time I called in for an issue, the hold time was roughly 7 minutes

Source: Capterra

Tom from BlueFrog Media

September 2017

September 2017

Very efficient support software. Makes it so easy to manage all queries.

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Pros

Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

Source: Capterra

Sourabh

September 2017

September 2017

It worth your money and provides all vital features you required.

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Support

Pros

First thing I like about freshdesk is easily availability trial, everyone doesn't like to provide credit or debit card detail to try a product or tool. It converts your email into a ticket for fast support.

Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare and other widgets that can increase your knowledge and help in providing best possible solution.

It has integrated Live Chat, Phone Support, and others. It also works with productivity tools and your CRM when you need to pull out customer information.

It is worth trying out.

Cons

Is lacking core functionality if your business adheres to ITIL. Some pricing ranges might be costly for some firms.

Simple ticketing system with nice integrations. Could improve UX but excellent customer service.

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Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.

Pros

How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons

The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.

Nice configurable product

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We used it for
1. Customer ticket logging
2. Help content distribution

Pros

I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

Cons

I am looking towards more of a customization where the URL for the resources will not be publicly available but only available to signed in users (my website users not freshdesk users). Freshdesk provides some open-standard customization where this feature can be made available.

Source: Capterra

Julia from Rochester Electronics

August 2017

August 2017

Researching a new Help Desk

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I gave a presentation on this software to my co-workers.

Pros

Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

Cons

Almost too many features? It was a bit confusing to navigate sometimes, wasn't sure how to hook up employee directory to Fresh Desk.

Super useful, efficient, and functional!

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This software has given our company greater visibility over our customer requests and helps us to prioritize and complete tasks in an efficient manner.

Pros

This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

Cons

While there are loads of extra functions, sometimes it may require a higher price point to get a specific function you need without needing all of the other things that come with it. The ability to purchase certain specific features would be nice.

Easy to use software with great customer service

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Streamlined processes in our customer service department. Ease of communication between agents, vendors and clients. Great mobile app!

Pros

The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

Cons

There are so many features that sometimes it's a bit technical to understand how to do something, but their customer service quickly helps us to come up with a solution!

Easy configuration, Quick installation

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We get direct feedback from the customer and our 3 agents provide timely repose to customers.

Pros

Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

Cons

Has some bug. Already reported too. If JavaScript disabled on a website system doesn't work properly.

Awesome CRM tool for small and large companies alike

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More visual way of articulating customer requests and gauging needs

Pros

I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

Cons

Sometimes merging tickets caused threads to be hidden or overlooked. This was mostly problematic when attachments were searched but resided on different ticket numbers though.

Source: Capterra

Ellie from Helix Education

June 2017

June 2017

Easy to use and takes care of our needs

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Pros

This software is very easy to use. When we rolled it out to our company I didn't need any training to begin using it immediately. The UI is easy to navigate and determine what you need to do to get your ticket submitted.

The system was super easy to submit a ticket through and track tickets I have submitted in the future to get a status. It is also very easy to close out a ticket or to add another individual to a ticket so they can view / comment on the ticket as well.

Cons

I can't think of anything major right now. I believe the software is configurable on the back end to add or remove any questions you need, which is nice. I am only a user but it is super easy for me to use.

Very simple to use Help Desk Ticketing System

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Organization of types of problems end users face, training gaps and what time of skills required to manage and resolve these issues. Shared Knowledge base for other techs so they don't re-invent the wheel when it comes to solutions

Pros

Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

Cons

Can misinterpret general email (spam) as actual tickets. Requires some training on rule creation around handling those exceptions